Initial Service Report
The customer calls the internet service provider to report a complete loss of internet connection, explaining the basic symptoms and confirming device status.
客户致电互联网服务提供商，报告互联网完全断开连接，解释基本症状并确认设备状态。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
modem
A device that connects your home to the internet service provider's network. It's like a bridge between your devices and the outside internet.
一种将您的家庭连接到互联网服务提供商网络的设备。它就像您的设备与外部互联网之间的桥梁。
router
A device that distributes the internet connection to multiple devices in your home, like phones and computers, often via Wi-Fi.
一种将互联网连接分配到家中多个设备（如手机和电脑）的设备，通常通过Wi-Fi。
power cycling
A troubleshooting step where you turn off and restart electronic devices by unplugging them for a short time to fix connection issues.
一个故障排除步骤，通过短时间拔掉插头关闭并重启电子设备来修复连接问题。
unplug
To remove the plug from an electrical outlet, often used when restarting devices like modems or routers to reset them.
从电源插座中拔出插头，通常用于重新启动如调制解调器或路由器等设备以重置它们。
blinking
When a light on a device flashes on and off repeatedly, indicating normal activity, like data transmission.
当设备上的灯反复闪烁开和关时，表示正常活动，例如数据传输。
service ticket
A formal record or request created by customer service to track and resolve a reported problem, like an internet outage.
客户服务创建的正式记录或请求，用于跟踪和解决报告的问题，例如互联网中断。
snug
Firmly in place or tightly connected, used here to describe cables that are securely plugged in without looseness.
牢固地固定在原位或紧密连接，在这里用于描述安全插入而无松动的电缆。
关键句型
需要记住和练习的重要短语
I'm calling because my internet connection is completely down.
This sentence clearly states the problem at the start of a call. It's useful for reporting issues directly. 'Completely down' means not working at all, and the structure 'I'm calling because...' explains the reason politely.
这个句子在通话开始时清楚地陈述了问题。它有助于直接报告问题。“Completely down”意思是完全不工作，“I'm calling because...”的结构礼貌地解释了原因。
Can you tell me if the lights on your modem and router are on? Specifically, the internet or 'online' light.
This is a polite way to ask for information during troubleshooting. 'Specifically' narrows down the focus. Use this when guiding someone to check device status; it shows clear, step-by-step communication.
这是在故障排除过程中礼貌地询问信息的方式。“Specifically”缩小了焦点。在指导某人检查设备状态时使用；它展示了清晰的、一步一步的沟通。
Have you tried power cycling your equipment yet? That means unplugging both the modem and router for about 30 seconds, then plugging them back in.
This explains a common fix with a definition. 'Yet' asks if it's been done before. It's useful for giving instructions; the 'that means...' clause clarifies technical terms for the listener.
这解释了一个常见的修复方法，并附带定义。“Yet”询问是否之前做过。这对于给出指示很有用；“that means...” 子句为听众澄清技术术语。
Yes, I've already done that. I unplugged everything and waited a full minute, then plugged them back in.
This responds to a suggestion by confirming actions taken. 'Already' shows it was done beforehand. Use this pattern to update on steps tried; it uses past perfect 'I've done' for completed actions.
这是在回应建议时确认已采取的行动。'Already' 表示这是事先完成的。使用此模式来更新已尝试的步骤；它使用过去完成时 'I've done' 来表示已完成的行动。
And just to confirm, you've also checked your cables to make sure they're all securely connected?
This seeks confirmation politely. 'Just to confirm' softens the question. It's practical for verifying details in customer service; note the present perfect 'you've checked' for recent actions.
这礼貌地寻求确认。'Just to confirm' 缓和了问题。在客户服务中验证细节很实用；注意现在完成时 'you've checked' 用于最近的行动。
It was working fine this morning and then just dropped out.
Describes when the problem started. 'Dropped out' is an idiom for suddenly failing. Useful for giving context to issues; simple past tense 'was working' contrasts with the sudden change.
描述问题开始的时间。'Dropped out' 是突然失败的习语。有助于为问题提供上下文；简单过去时 'was working' 与突然变化形成对比。
It sounds like we need to open a service ticket for this.
This indicates escalating the issue. 'It sounds like' expresses a conclusion based on info. Use in service calls when basic fixes fail; it's professional and leads to next steps.
这表明需要升级问题。'It sounds like'表达基于信息的结论。在基本修复失败的服务通话中使用；它专业并引导到下一步。